For Seniorlink's coaching services, should we emphasize increasing the number of families served or deepening support for existing clients to improve outcomes?

Introduction

The trade-off we're examining today is whether Seniorlink's coaching services should focus on increasing the number of families served or deepening support for existing clients to improve outcomes. This decision is crucial for Seniorlink's growth strategy and the quality of care provided. I'll analyze this trade-off by examining the product, metrics, and potential impacts, then design an experiment to inform our decision.

Step 1

Clarifying Questions (3 minutes)

• Context: Based on the current market demand, I'm thinking there might be a significant untapped market for our services. Could you provide some insight into our current market penetration and the estimated total addressable market?

Why it matters: Helps determine if growth or deepening support is more critical. Expected answer: Low market penetration with high growth potential. Impact on approach: Would lean towards increasing families served if confirmed.

• Business Context: I'm assuming our revenue model is based on per-family fees. Is this correct, and are there any performance-based incentives tied to client outcomes?

Why it matters: Influences the financial implications of our decision. Expected answer: Mix of per-family fees and outcome-based incentives. Impact on approach: Would need to balance growth with maintaining high-quality outcomes.

• User Impact: Thinking about our client base, are we serving a homogeneous group or do we have distinct segments with varying needs?

Why it matters: Affects our ability to scale or deepen support effectively. Expected answer: Multiple segments with different care requirements. Impact on approach: Might suggest a hybrid strategy tailored to different segments.

• Technical: Considering our current platform, how scalable is our technology for handling a significant increase in families served?

Why it matters: Determines if rapid growth is feasible without major tech investments. Expected answer: Moderately scalable with some limitations. Impact on approach: Could influence the pace of growth we target.

• Resource: Given our current team structure, do we have more capacity in client acquisition or in providing enhanced support services?

Why it matters: Helps align our strategy with our current capabilities. Expected answer: Balanced capacity, but easier to scale acquisition team. Impact on approach: Might favor growth if acquisition team can scale faster.